Companies should pay attention to the voice of the customer. Customers aren’t what they were 5 years ago. What companies have to do to respond to customers is also not the same. Social media tools and the growth of digital communities have given the customer control of the conversation and control over the business ecosystem. Technologies are not valuable if there is no intent on understanding what the customer is saying. Innovations in speech and other domains are useless unless they are valuable to the enhancement of the customer experience—the one that the customer owns.